Delivery & Returns

Delivery - Standard UK

Delivery Timescales

With our Standard UK delivery service we aim to deliver up to 5 working days from receipt of order. This applies to our standard fires and stoves. Depending on location and stock availability we are able to offer a premium next day service. If your order is urgent then we recommend checking the stock prior to purchase. Our larger items including fireplaces are delivered on a pallet and therefore please allow up to 14 working days for delivery.

Delivery Charges

  • We offer free delivery to UK mainland for all orders over £249.00

  • For you confirmation our delivery services and costs are available at the checkout and calculated upon completing your shipping address details 

  • Premium services and deliveries outside of UK Mainland will be subject to additional costs. Restrictions may apply

  • For further information on our delivery tariffs and pricing zones please see our Delivery Charges page

Delivery Hours

Delivery is planned between 07:30 - 18:00 Monday to Friday. Please note during seasonal times we experience high levels of demand for our products. Therefore unfortunatley, delivery times can vary and fall outside of our standard service. In these circumstances please expect that delivery may occur at weekends. Superior Fires cannot be held responsible for delays in the receipt of an order due to bad weather, customs clearance, customs inspection or any other customs regulation.

Surround or Suite Delivery - Standard UK

Delivery Timescales

Our larger items including fireplaces are delivered on a pallet and therefore please allow up to 14 working days for delivery.

  • The majority of our products will be delivered to your front door.
  • Some items such as stone fireplaces are delivered to kerb-side (the street outside your home). 
  • You will need to be in to receive your delivery, and a signature may be required.
  • If you’re not in when we try to deliver, we’ll leave a card letting you know how to rearrange delivery for a suitable time.
Delivery - Next Day UK

Delivery Timescales

Next day delivery is applicable to stock items only. To avoid disappointment please phone our Sales team before placing your order. Please note your order must be placed before 12 noon in order to deliver your item/s the next working day. 

Delivery Charges

  • For your added convenience we offer Next Day delivery to UK mainland on stock items
  • For you confirmation our delivery services and costs are available at the checkout and calculated upon completing your shipping address details
  • Premium services and deliveries outside of UK Mainland will be subject to additional costs. Restrictions may apply
  • For further information on our delivery tariffs and pricing zones please see our Delivery Charges page.

Delivery Hours

Delivery is planned between 07:30 - 18:00 Monday to Friday. Please note during seasonal times we experience high levels of demand for our products. Therefore unfortunatley, delivery times can vary and fall outside of our planned next day service. In these circumstances please expect that delivery may occur at weekends. Superior Fires cannot be held responsible for delays in the receipt of an order due to bad weather, customs clearance, customs inspection or any other customs regulation.

Delivery - Non UK / Europe

Delivery Timescales

Deliveries to Non UK Mainland and Europe can take up to 7 working days.

Products Approved for Export

All our Smeg flueless gas fires are approved for export  to the following European countries: Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Norway, Poland, Portugal, Slovakia, Spain, Sweden, Switzerland, Turkey. Please ensure you correctly choose between Natural Gas or LPG.

Currency

All orders are processed in Pounds Sterling (GBP £). All prices on our website include VAT where applicable or any charges for the applicable sales tax in the country of delivery. Rates vary by country but our prices remain unchanged due to various supply chain factors.

Correct Shipping Address

Please make sure that the shipping address is correct as we are unable to amend the order information once the goods have left our factory and on the way to you.

Customs Charges

All orders are shipped from the UK. Any customs or import duties are charged once the parcel reaches its destination country. These charges must be paid by the recipient of the parcel. We are unable to predict the charges and the recipient is liable for the payment of import duties, customs and local sales tax. Please contact your local customs office for more information on potential charges.

Delivery - Terms & Conditions

Delivery Information

In order to help us deliver your package as quickly and efficiently as possible, we require your email address and mobile number. Once an order has been processed the delivery address for that order cannot be changed. We are also unable to redirect the item once an order has been processed. A signature is needed on delivery by our courier. If you are not in when the delivery arrives, our courier will leave a delivery note with information on how to rearrange delivery times. Our couriers will only leave deliveries on the property or with neighbours if you have requested this option.

Delivery is planned between 07:30 - 18:00 Monday to Friday. Please note during seasonal times we experience high levels of demand for our products. Therefore unfortunatley, delivery times can vary and fall outside of our standard service. In these circumstances please expect that delivery may occur at weekends. Superior Fires cannot be held responsible for delays in the receipt of an order due to bad weather, customs clearance, customs inspection or any other customs regulation.

It is important that you don’t schedule any installation work until your product/s have arrived and have been thoroughly checked for damage/incorrect/missing components as Superior Fires cannot be liable for any costs as a result of this.

Checking Your Delivery

We advise that you check your item on delivery. If this is not possible, then you must thoroughly inspect your item and notify us within 2 workings days if there is a problem. If your item has been delivered on a pallet signing your name indicates you are happy with its delivery condition. If there are any delivery issues, you must write them on the delivery paperwork for insurance purposes. In the unlikely event of delivery damage, you cannot claim if you have not written it on the delivery paperwork.

Small Print

  • Superior Fires does not accept responsibility for any delays by our third party couriers therefore for this reason we strongly advise that you do not book an engineer until you have received your item/s
  • Please note we cannot accept delivery to PO Box addresses
  • Superior Fires reserves the right to alter its shipping prices at any time in line with increases in fuel charges 
  • Superior Fires cannot be held responsible for delays in the receipt of an order due to bad weather, customs clearance, customs inspection or any other customs regulation
  • The recipient shall be liable for any taxes and or duties applicable upon delivery
  • Superior Fires will not accept responsibility for late delivery of orders placed after notified dates and times
  • Superior Fires reserves the right to refuse to supply any individual or company and reserves the right to deny access to the www.superiorfires.co.uk website
  • This does not affect your statutory rights

At Superior Fires we believe ordering should be trouble free. That's why we offer a 45 day, no quibble guarantee which means that if you're not completely satisfied with your choice, you can exchange it for any other product or simply return it for a full refund. Terms and conditions apply. Please read further information below.

Returns Process - Unwanted or Incorrect Item

If you wish to return an unwanted or incorrect item to us within 45 days of delivery please follow the simple steps below. Please take care of the item that you wish to return and include its original packaging and any accessories. Any damages will be charged. All returns must have a completed Returns Form with valid RMA#. Failure to do this will mean that the goods are not accepted, and may be returned to you at your cost.

1. Complete the Contact Us form and select Returns from the type of enquiry dropdown menu. 

2. On receipt of your email our Returns Department will validate your request and issue you a case specific Returns Merchandise Authorisation Number (RMA#). The RMA# will be emailed to you along with a Returns Form (attached to the email). This must be completed and accompany the goods being returned. Items returned without a Returns Form and/or RMA# will not be processed and may be returned at your cost.

3. It is your responsibility to return the item(s) using a suitable carrier. We strongly advise that you pay for a recorded delivery (signature required) as this is your proof that the item has been successfully delivered. Returns must be sent to: Returns Department, Focal Point Fires, c/o Superior Fires Returns, Unit 10, Airfield Road, Christchurch, BH23 3TG. We do not accept returns in person or cannot be held responsible for any returns sent to any other address.

4. On receipt of your returned item, the goods will be checked thoroughly and the Returns Form (RMA#) will be processed internally.

5. We are required to process all refunds to the original payment method applied when you placed your order. This is the case even if the payment card used has now expired, or your account has been closed or cancelled. Normally, in this case a refund will automatically be processed to the same account. If you no longer have a credit card with that bank, as an alternative we may issue your refund by cheque. For your information refunds can take up to 14 days from the date of the item/s being returned.

Returns Process - Faulty or Damaged Item

Firstly, we are very sorry if you have received a faulty or damaged item.

When you receive your goods, it is your responsibility to inspect them to ensure that they are suitable, free from damage and fully functioning. If any defect or damage is noted, it is your responsibility to notify us within 30 days of delivery. In these circumstances you will be entitled to either a replacement re-delivered at our expense, or a full refund including any delivery charges you have paid.

We strongly recommend that all products are inspected upon receipt whether you intend to install or use them straight away or not as we cannot accept returns outside of this 30 day period. This policy does not affect any other product safeguards to which you are entitled under product warranties.

At Superior Fires we like to resolve any issues as soon as possible therefore for your assistance please find the below helpful guide: 

1. If you have received a faulty or damaged item then you must notify us within 30 days of receipt of delivery. Please call us on 01202 588632, 8am – 5pm, Monday to Friday or alternatively you can email us using the Contact Us form and select Returns from the type of enquiry dropdown menu. Failure to report an issue with your delivery after 30 days of receipt may result in your claim being rejected. 

2. We may ask you to supply photographic evidence to help us process your claim. Any information supplied may be used for insurance purposes and forwarded to our Quality Department for investigation.

3. If we agree that the item/s are to be replaced we will arrange to collect the incorrect/damage or faulty item free of charge. 

4. Once the item/s has been returned to our factory our Sales team will raise a new order and contact you regarding delivery of the item/s. 

5. Should a refund be agreed, we are required to process all refunds to the original payment method applied when you placed your order. This is the case even if the payment card used has now expired, or your account has been closed or cancelled. Normally, in this case a refund will automatically be processed to the same account. If you no longer have a credit card with that bank, as an alternative we may issue your refund by cheque. For your information refunds can take up to 14 days from the date of the item/s being returned.

Consumer Rights Act 2015

The Consumer Rights Act 2015 replaces three big pieces of consumer legislation - the Sale of Goods Act, Unfair Terms in Consumer Contracts Regulations and the Supply of Goods and Services Act. As a consumer you have legal rights when making a purchase, as outlined in the Consumer Contracts Regulations. Superior Fires take these very seriously and work hard to ensure that all your rights are upheld swiftly and fully. All of the above terms pertaining to cancellations, returns and refunds are all in accordance with these rights.

For impartial information or advice on your consumer rights we would recommend visiting Which? Consumer Rights 

The Consumer Contracts Regulations offers you the following cancellation rights when you buy online or by phone:

  • You are entitled to cancel your contract if you so wish, provided that you exercise your right no longer than 30 days after the day on which you receive the goods or services
  • Your right to return products does not apply to goods made to your specification, that have been clearly personalised or which by reason of their nature cannot be returned or are liable to deteriorate or expire rapidly
  • If you wish to exercise your right of cancellation, you are obliged to retain possession of the goods and take reasonable care of them
  • To exercise the right to cancel, you must inform us of your decision to cancel your contract by a clear statement, including details of your name, geographical address, details of the order you wish to cancel and, where available, your phone number and email address
  • You can cancel by email [email protected], or call 01202 588632
  • If you decide to cancel, you should return the goods to us at your cost within 30 days of such cancellation and we will reimburse to you (by the method used to pay for the original transaction) the amount in relation to goods to which cancellation rights apply. This includes the cost of delivery (except for the supplementary costs arising if you choose a type of delivery other than our standard and least expensive method of delivery). If in doubt please call us on 01202 588632 to discuss your return options.
  • We may make a deduction from the reimbursement for loss in value of any goods supplied, if the loss is the result of unnecessary handling by you. We will make the reimbursement no later than 14 days after the day we receive back from you any goods supplied.
Returns Policy - Terms & Conditions

Please keep your online order email or receipt safe, for anything you buy from us. It will ensure we can help you if you need to return an item.

Any return is subject to the following conditions:

  • The product must be unused and in the original packaging
  • Any signs that the product has been attempted to be installed will be returned and delivery charges claimed 
  • Bespoke orders which are cut, made to measure or mixed to your requirements will not be exchanged or refunded
  • Perishable products such as ceramics purchased online will not be exchanged or refunded
  • You will receive a full refund of the price paid less any collection charges (if applicable). If you return a part of an order, we will recalculate any applicable delivery charge for the remaining part of the order and also deduct this from the refund
  • We reserve the right to refuse a return and to ask for proof of identification
  • Returned goods must be unused, in a saleable condition and in their original packaging
  • We are only able to exchange like for like products
  • If you require a different item you will need to opt for a refund and place a new order 
  • All returns must have a completed Returns Merchandise Form.
  • We will refund you to your original payment method. This may take up to 14 days
  • Exclusive discounts, voucher codes or promotional codes are not refundable
  • Please do not send your purchase to us until you have been advised to
  • Superior Fires customers have 45 days from date of delivery to return their orders
  • Whereby we agree to collect a return item on your behalf, this will be charged at £40 for standard courier items, and £90 for larger palletised items
  • Your consumer rights are not affected